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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

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The Cambridge Service Design Programme - Making the Shift to Services

Making the shift to services - The Cambridge Service Design Programme
9-10 May 2018

Management Challenge

Many manufacturers want to make the shift to services, but they find themselves trapped in the world of products. Their systems, procedures and practices are all structured to support the design and delivery of products, yet increasingly their customers are demanding services and solutions. This two-day workshop will explore how to make a successful transition to services. 

Drawing on practical tools and exercises, the workshop will help you understand how to design or redesign services that will drive your organisation’s success. It will give you new insights into: (i) how firms design and re-design services and service offerings; (ii) how prototyping a service works; (iii) what role tools, such as emotion mapping, process mapping, business model and blue printing, play in service design.

You will also be given the opportunity to design a new service and/or enhance one of your organisation’s existing services. As well as delivering a practical toolkit, the workshop will help you deliver direct business benefit through service design.

Topics include:
• Design thinking for service design
• Understanding the ecosystem – raising your strategic horizons
• Crafting the business model – focusing on your customer’s outcomes
• Innovating the value delivery system – aligning resources and partners
• Service emotion – identifying and managing the customer’s emotion journey
• The role of big data in both optimising service delivery and designing better solutions.

Practical Focus:

The tutors have a highly engaging and interactive teaching style. The team has delivered workshops to a host of clients in the public and private, manufacturing and service sectors. Through this workshop the team aims to equip participants with a robust set of tools and techniques that they can apply in their own organisations to improve the efficiency and effectiveness of their own businesses.  It will - 

  • Introduce the idea of servitization, explaining the role that technology plays in the servitization of manufacturing.
  • Illustrate different approaches to servitization and the pros and cons of each approach.
  • Provide you with a practical framework for thinking about how you can innovate your business model to make the shift to services.
  • Equip you with a practical diagnostic that you can use to identify which capabilities your organisation will need to successfully make the shift to services.

For Full Programme Details and to register please click here.

Watch this short introduction video to the Shift to Services programme.

 

Watch this webinar introduction to the Shift to Services programme.

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Upcoming events

Industry Day - 3 October 2018

Oct 03, 2018

Moller Centre, Cambridge

Shift to Services Executive Education Programme

Nov 07, 2018

IfM, Cambridge, UK

Ecosystems Strategy One Day Course

Nov 15, 2018

IfM, Cambridge

Upcoming events

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • a unique global alliance between leading businesses and universities;
  • bringing together the world's leading firms and academics;
  • all of whom are devoted to delivering today the tools, education and insights needed for the complex service solutions of tomorrow.

Members of the Cambridge Service Alliance include BAE Systems, Caterpillar, IBM and the University of Cambridge.

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July Webinar by Christoph Peters on Modular Service Structures for AI Services

Jul 09, 2018

9 July 2018 - Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models - by Christoph Peters and Mohamed Zaki.

July Community of Interest Meeting

Jul 04, 2018

In collaboration with our Industrial Partners, the July Community of Interest Meeting (CoI) took place at Perkins, in Peterborough. The focus of this year events is on 'How companies can strategically design, pilot and experiment digital services in the new digital age?’

Mohamed Zaki won the Emerald Literati Award

Jul 03, 2018

Mohamed's and co-authors paper "The interplay of customer experience and commitment" published in the Journal of Services Marketing has been selected by the Emerald Editorial Team as Highly Commended in the 2018 Emerald Literati Awards

2nd Customer Management Leadership Group Academic-Practitioner Workshop

Jun 26, 2018

Dr Mohamed Zaki was invited to participate in the 2nd Customer management Leadership Group Academic-Practitioner Workshop on 17-19 June at the University of Manchester.

June paper on 'Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services'

Jun 26, 2018

June paper on 'Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services'

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